Sample: Understand quiet-case check-ins
What a quiet-case check-in is, what counts as activity on a case, and when a check-in is the right way to keep clients informed.
In this article2 sections
A check-in is a short message the Virtual AssistantVirtual Assistant An automated team member that posts welcome messages, check-ins and stage updates for the firm; its posts carry a Virtual Assistant badge. posts on a case that has gone quiet. It tells clients you haven't forgotten them, without anyone on your team writing it.
How it works
Once a day, your hub looks for quiet casesIdle case A case with no new posts or comments for a set number of days, which the Idle Cases automation checks in on.: cases with no new post, or comment on a post, for the number of days a rule sets. Your hub starts with one rule, for every case type, at 15 days.
- Posts count whoever makes them, the Virtual Assistant included, so a case that stays quiet gets its next check-in that many days after the last.
- Form answers, signatures, events and notes don't count as activity.
- Closed cases, and cases with nobody on them, are skipped.
When to use it
Use a check-in for the long stretches when a case is waiting on someone else, such as records or an insurer. When something has actually happened, post an update yourself instead; see Post a case update.
To change the starter rule or add one for a case type, see Check in on quiet cases automatically.